Customer Service & Social Engagement Lead
HybridPortland, Oregon, United States
Job Summary
Manage subscription lifecycles, technical troubleshooting, and retail inquiries via Intercom, email, and phone while defusing friction points across web and mobile platforms. Own the Intercom Help Center by proactively updating FAQs based on ticket trends to reduce volume, and execute a social media calendar across Instagram, TikTok, and YouTube to drive engagement and brand ambassadorship. Act as the central concierge for the organization by routing franchise-specific questions to local studio owners and documenting recurring bugs for the product team. Maintain deep workout expertise through regular classes to provide accurate fitness modifications and answer inquiries with high emotional intelligence.
Required Qualifications
- Must embody the barre3 values: Practice Authenticity, Stronger Together, Love of Learning, Give Generously, and Make It Happen
- 3+ years of customer service experience, preferably in a SaaS, digital subscription, or e-commerce environment
- Must be able to work independently to manage the ticket queue and identify areas for Help Center improvement without constant supervision
- Primary residence must be in the following states: CA, DC, FL, IL, MA, MI, NC, NJ, NY, NV, OH, OR, PA, TN, TX & WA
Desired Qualifications
- Experience working with helpdesk and chat software (Intercom experience is highly preferred)
- Experience with e-commerce and booking platforms (Shopify, Stripe, Mariana Tek) is a plus
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